Director, Digital Product & Experience

Description

Drive the digital engine behind TELUS’ growth — from seamless service to high-converting commerce.

Our team and what we’ll accomplish together

Join the DOTComm team at TELUS, where digital is becoming the primary channel for how customers buy, manage, and get support. We’re reimagining how web, app, and assisted channels work together to create simple, personalized, and connected experiences at scale.
This role sits at the center of that transformation — connecting business strategy, customer needs, and technology delivery to drive measurable impact across the end-to-end customer journey.

What you’ll do

You will own and deliver measurable digital outcomes across commerce and service journeys — increasing conversion, growing digital penetration, and reducing cost to serve through best-in-class self-serve experiences.

• Act as the connective tissue across the organization, partnering with marketing, channel, and customer service teams to define clear business outcomes, represent the voice of the customer, and translate needs into simple, high-impact digital experiences
• Own digital performance across key metrics such as conversion, digital sales and renewals, engagement, and self-serve adoption
• Synthesize business and customer needs into clear product direction, turning complex inputs into focused, outcome-driven roadmaps
• Lead within a pod-based operating model, bringing together business, product, design, and technology to deliver against shared outcomes — not siloed backlogs
• Define and drive product strategy across web, app, and assisted journeys, ensuring seamless omnichannel experiences
• Drive personalization at scale, leveraging data, martech, and AI to deliver the next best experience across channels
• Champion the voice of the customer, using data, insights, and frontline feedback to reduce friction and improve experience quality
• Bring structure to ambiguity, aligning cross-functional stakeholders around shared priorities and measurable outcomes
• Partner with technology teams (TDS/CIO) to connect experience vision with scalable platform capabilities
• Build and evolve our product operating model, establishing clear ownership, strong practices, and high-performing teams
• Challenge the status quo, making smart trade-offs and pushing through complexity to deliver meaningful progress

Qualifications

What you bring

• Proven experience owning and driving digital or commercial outcomes (e.g., conversion, revenue, engagement, cost to serve)
• Strong understanding of digital commerce, self-serve experiences, and end-to-end funnel optimization
• Demonstrated ability to work cross-functionally across business, operations, and technology, translating diverse inputs into clear product direction
• Experience operating in or leading pod-based or cross-functional delivery models
• Deep knowledge of modern product practices (agile, product operating models, outcome-based roadmaps)
• Experience leveraging data, personalization, or martech to drive customer and business impact
• Ability to navigate ambiguity and drive clarity, turning strategy into execution
• Strong communication and leadership skills — able to align teams, challenge thinking, and move work forward

Nice to have

• Experience in telecom or similarly complex, multi-channel environments
• Exposure to AI-driven experiences or decisioning platforms
• Track record of building or scaling product teams and operating model

What we give back to you

• A highly engaged, collaborative team redefining digital at TELUS
• The opportunity to shape experiences used by millions of Canadians
• A culture that supports growth, flexibility, and continuous learning
• A role with real impact — on customers, the business, and how we work